Redacting Content in Side Conversations in Zendesk
Can I redact content in side conversations in Zendesk?
Yes, you can redact content in side conversations in Zendesk if you are on a Suite Professional plan or above. This feature is available in both the Agent Workspace and the standard agent interface.
However, keep in mind that redaction is only applied to the content within the side conversation and not on the external channels where it was delivered, such as email or Microsoft Teams. The redacted_content tag is not automatically added to the ticket in these cases.
More related questions
How can I redact sensitive information in Zendesk tickets?
To redact sensitive information in Zendesk tickets, you can use the ticket redaction feature available in the Zendesk Agent Workspace. This feature allows admins and agents with the appropriate permissions to remove sensitive data from ticket…
What are the limitations of ticket redaction in Zendesk?
Ticket redaction in Zendesk has several limitations. It does not support redaction of entire tickets or messages in active conversations. Additionally, it doesn't work on messages stored in Zendesk bot services, third-party bot services, or tickets…
What happens to the original email after redacting a ticket comment in Zendesk?
When you redact a ticket comment in Zendesk, the original email for that comment is no longer viewable. This applies to additional inbound email comments on that ticket as well, but not to comments added before the redaction. It's important to note…
How does ticket redaction affect triggers in Zendesk?
Redacting ticket content in Zendesk can affect triggers if they are set to look for updates on specific channels. When you redact content, a redacted_content tag is added to the ticket, which can cause triggers to fire. For example, if you redact a…
Is it possible to reverse a ticket redaction in Zendesk?
No, ticket redaction in Zendesk is irreversible. Once content is marked and redacted, it cannot be undone. Therefore, it's important to use caution when selecting content for redaction. If you accidentally mark something for redaction, you can…
Can I automate ticket redaction in Zendesk using triggers or scripts?
Currently, Zendesk does not support automated ticket redaction using triggers, macros, or scripts. Redaction must be performed manually through the Zendesk interface. For large volumes of attachments or content that need redaction, this can be a…
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